Service Desk Analyst

2 weeks ago

Warrington, United Kingdom Ricoh Full time

What you will be doing

To provide a single point of contact for Ricoh’s IT Services Customers providing first line diagnosis, resolution and functional escalation of incidents and service requests on the RICOH Service Desk based in Birchwood.

Provide first line logging, diagnosis and resolution of incidents and service requests that enter the service desk via phone call, email or self-service portal to ensure a high level of customer service is delivered Provide functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets Classification and prioritisation of calls in-line with Incident and Service Request Management processes to allow for trending and reporting to drive management information to improve the service Ricoh offer Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the Ricoh way

You will ideally have

Experience of working in a client facing IT environment Experience of using a service management system such as Axios Assyst, ServiceNow, Zendesk. Awareness of ITIL framework Must be capable of working unsupervised to agreed timescales Excellent communication skills – both verbal and written Excellent interpersonal skills Ability to develop good relationships with customers Ability to organise and prioritise work in an effective manner

We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible

In return for your commitment, you can expect

We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.

In return for your commitment, we can offer you:

working in line with role requirements An Excellent package with solid basic, strong bonus and company benefits including: A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase schemeFlexible retirement planto support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.Company car / car allowance (role-specific), cycle to work scheme Opportunity to join a global company

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